FAQ's
Answers to Your Frequently Asked Questions
General questions about the E-Mastery Course
What is the Customer Care Coach® E-Mastery Course?
The Coach covers ten essential topics related to providing what we call 'Exquisite Customer Care.' It's a set of customer service training tools that any manager can use easily. When you complete each lesson step-by-step, week-by-week over nine months time, you'll achieve mastery in customer care; you'll develop a 'practice and discipline' that empowers you to create a 'high performance learning environment' that benefits everyone - your customers, your team, your organization and, of course, you! It's designed for managers who want to continually energize their team to take better care of the customer.
Is this a program for front line, customer-facing people?
Actually, the "Coach" is designed for managers and those aspiring to be managers. Our Monday Morning Motivation program is designed for everyone in the organization who touches a customer in anyway. Monday Morning Motivation is an inexpensive personalized jumpstart to every week. It is designed to work along with the "Coach" to focus every one's attention on the customer.
Is the Customer Care Coach® designed for people who are new to the topic of customer service, or is it an advanced course of study for those who know a great deal about the subject?
While the Customer Care Coach® has been designed specifically for managers, it's a valuable program for anyone at any level who intends to make lasting, positive changes that benefit everyone on a team or in an organization. Those unfamiliar with the tenets of customer care will be introduced to a whole new world where they'll sharpen their leadership skills, build a more cohesive team and create great customer experiences. Those who have studied customer service will very likely find some concepts with which they're familiar presented in new, eye-opening ways, along with some completely new and sustaining food for thought. JoAnna Brandi is on the cutting edge of what is making companies "thrive" today. She's a thought leader who constantly studies the latest thinking how to engage employees and customers.
Is this 'E-Learning?'
As JoAnna would say, "Nope, it's 'Me-Learning.' Here's what we mean: Pure E-Learning has to be done in front of a computer. The Coach is much more versatile. We send lessons to your desktop that you can print and carry with you anywhere. You can mark them up, write your notes on them, and highlight the important things to share with your team. In fact, we encourage you to read and complete lessons wherever you feel you'll best learn and absorb them.
You can also access lessons from any computer connected to the Internet, from anywhere in the world. So you can do your learning when you want, where you want, the way you want. Your topic quizzes are completed online and you access your Extras while online. The Coach is a blended learning solution. Customer service training tools for the busy manager who wants to be the best at what they do.
What is the Customer Care Coach® E-Mastery Course?
The Coach covers ten essential topics related to providing what we call 'Exquisite Customer Care.' When you complete each lesson step-by-step, week-by-week over nine months time, you'll achieve mastery in customer care; you'll develop a 'practice and discipline' that empowers you to create a 'high performance learning environment' that benefits everyone - your customers, your team, your organization and, of course, you! It's designed for managers who want to continually energize their team to take better care of the customer. You'll discover customer service call center practices as well as small business solutions for being a customer focused leader.
I'm concerned about the length of the program; forty weeks is a long time.
Yes it is, and that's by design. You'll be learning step-by-step how to manage and maintain customer caring changes. Most companies are not really customer-centric (although they would like to think they are!). Most organizational cultures are focused on themselves (their technology, their budgets, their policies etc.) and not on the customers. Over time, the Customer Care Coach® helps to gently and effectively shift the culture from old mindsets and outdated belief systems to new customer caring ways.
Each week you get one lesson with a specific learning objective. The program gets a little meatier and a little more demanding as you get into it, just like any other program that builds muscle over time.
Here's how we look at it - if you want to be extraordinary at anything - bowling, golf, yoga, guitar, mosaics, woodworking, management and yes, customer care - you must practice on a regular basis, integrating new skills and behaviors into your daily actions.
We call this an E-Mastery Course because you build mastery in relationship skills over time. Step by step, inch-by-inch it takes you deeper into the discipline and gives you plenty of time to practice. Don't want to do it every week? That's great. Don't. Some of our customers do all four lessons in a topic at one time. Some people do theirs every other week. We keep your archive (past lessons) alive for a full 18 months - that's double the length of your enrollment time - so all your lessons remain live and online for you to access from wherever you.
How is the Customer Care Coach® different from other customer service training tools?
Think back to the last one-day, two-day or week-long training program you attended in any discipline. How much of it did you apply when you got back to your desk or your life? Research shows that only a small percentage of what is learned in traditional training programs is retained and integrated over time - unless there's some kind of reinforcement plan in place.
The Customer Care Coach® is different in that:
* It's delivered to you via email weekly so you learn and integrate critical customer care principles and practices into your real, everyday world. Reinforcement is built into the structure of the program.
* We deliver small amounts of information a little at a time so you can easily learn and apply them. Have you ever heard of 'drip marketing,' where the marketing message is delivered bit-by-bit, building up to a powerful impact? Likewise, the Coach is drip training.
* It's designed to help you craft a thriving customer-centric culture from the ground up. We help you to change your culture, not just your behavior.
How will I receive the training materials?
You'll receive a lesson every week for 40 weeks via email. You can then read and complete the lessons on your time and at your own pace. (Unless, of course, you're taking this training program with a group. In that case, you'll follow the schedule that has been given to the group so that everyone is on 'the same page.')
You'll also have access to your lessons via the Internet for 18 months. That's double the length of the subscription. So wherever you are, as long as you have access to the worldwide web you can access your lessons
Whether you access your lessons via email or the archives, you always have the option to print it out. In fact, you might want to print all the lessons and keep them in a binder as your own personal customer care reference manual! We supply a pdf format of each lesson for you to print.
On what day of the week will I receive my lesson?
You will receive your lesson on the day of your choosing. Should you decide to change the day of the week at a later time, you can easily edit your 'profile' accordingly.
How much time will it take me to complete each lesson?
We've noticed that the more time, thought and discussion people put into the Customer Care Coach®, the more they get out of it. The lessons themselves take approximately 15-20 minutes to read. If you answer the questions featured in the body of the lessons, and you complete the Skill Builders at the end of each lesson, writing your answers down as you go along (which we highly recommend), it might take up to an hour of your time. That's no longer than a weekly lesson in any art, sport or skill would take.
If you take advantage of the Extras included with each lesson - Teachable Moments, Stress Busters, Just 4 Fun, to name a few - that will add more time to the lesson. The great news is, you can very easily, without much time or preparation, add the tips from the Extras to your everyday work routine.
What are the 'Extras?'
Extras are, well, extra! So along with each lesson you'll have the option of clicking on a related:
Teachable Moment - Here's where you'll learn to make the most of spontaneous opportunities to teach and use the current customer caring principle you're working on.
Survey Says - Tid-bits of info and concrete numbers that support the bottom line benefits of becoming a customer-centric culture.
Overachievers Corner - Want to take the lesson a step further? Here's where you have the chance to do just that.
Stressbuster - No doubt about it, creating change and dealing with customers are stressful jobs! Visit here each week to find out how you can quickly and easily manage your stress.
Just 4 Fun - If you believe that 'laughter is the best medicine,' have we got a prescription for you!
Recommended Reading & Resources - Want to learn more about a particular topic? We share the books and resources we've come to know and love.
A Complete Glossary of Terms - Our glossary features some terms you may know, and others that we've created as we spread the word about caring in business!
Want more info on Extras? Click here for the full scoop! www.customercarecoach.com/public/extras.asp#teach
Does everyone complete the course the same way, once a week?
People are using the Coach in many ways. Some of our clients are religious about using it as soon as it arrives, and have weekly meetings with their staffs based on what they're learning. Others are making notes as they read, and then having a monthly meeting on the entire topic as it relates to their organization (we cover a whole topic every four weeks). Other organizations that already have some training in place are using it as a reference tool to enhance their efforts. Some do the program every two weeks, finding that fits more comfortably in their busy schedules. We're happy to see such variety. It's really a do-it-yourself schedule! It's a self study course that works with you and for you. There are many steps in the continuous improvement process and the "Coach" works with you to take you through them.
Will I need a password to access my archives?
Yes. When you enroll in the Customer Care Coach® training program you will choose your own username and password.
Will I have to purchase any books or other materials for required reading?
No additional materials are required for completion of the E-Mastery program. In the Extras we include a 'Recommended Reading' section for those who would like to explore a topic further.
Is it a good idea to have JoAnna Brandi kick off the course for my team with an on-site seminar or a teleconference?
Well sure it is! If your you have a training budget that's the best of both worlds - JoAnna in person and then week to week on your desktop. The E-Mastery program is an in-depth, curriculum-based training program for which members pay $498 (less than two dollars a day to learn the 'best of the best' information on how to create a customer caring - and profitable - culture). The free bi-weekly tip is a bi-weekly note from JoAnna Brandi featuring customer care advice and her views on what's happening currently in customer service. It also contains news about JoAnna's upcoming keynotes and public appearances. JoAnna also has a blog www.CustomerCareGoddess.com here she shares all kinds of ideas on changing your corporate culture and customer relations and even your happiness setpoint.
How do I get the free Customer Care Tip?
That's easy! Simply visit www.customercarecoach.com and enter your email address in the box that says, 'FREE Customer Care Tip!'.
Do you share my e-mail address or contact information with anyone outside your company?
Never. Nada. No way. We respect your privacy and do not sell, rent or exchange names with any organizations. Click here to check out our Privacy Statement. www.customercarecoach.com/public/privacy.asp
Is this training program user friendly?
It's very user friendly, and you'll be happy to know that as long as you can log on to the Internet, you can easily access the Members Only section of the Customer Care Coach®. To get the full experience of the course it is useful to have two 'plug-ins' which allow for listening to audio clips and viewing animations - RealPlayer and Flash. They are free and simple to install, and most new computers already have them installed.
Do you offer CEUs for the course?
CEUs are issued individually by industry. If you wish to obtain CEUs for the completion of the Customer Care Coach®, please have your professional association contact us with the appropriate forms/applications, and we will be happy to fill them out on your behalf. Please send all relevant forms to info@customercarecoach.com with the words 'Customer's CEU Application' in the subject line.
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Technical Requirements
Will I need any special software to access the Customer Care Coach®?
You shouldn't. Regular visitors that access the World Wide Web to view websites and to collect and send E-mail (Electronic Mail), should have no problems with receiving and participating in the Customer Care Coach Program. You may need to upgrade your Internet browser (e.g. Netscape or Internet Explorer) and the three plug-ins mentioned above RealPlayer, Flash and Adobe Acrobat) if your computer is older. All are free and available on the Internet.
Does it make a difference if I can't get audio streaming on my computer?
Though the audio clips featuring advice from Joanna Brandi can enrich your experience, it is not required to take the E-mastery course.
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Price, payment methods, guarantee
Why is the Customer Care Coach® priced so reasonably?
JoAnna Brandi's in-person training fees are high, which makes her expertise unavailable to smaller companies with smaller budgets. Since our goal is to spread the word about caring in business and organizations - and how profitable it can be - she reorganized her work into an affordable, easy-to-use format so everyone can take advantage of it. Now small companies and companies with small training budgets, as well as independent business units, non-profits, franchises, agencies and so on all have access to one of the country's highest rated speakers on customer care!
How do I pay for the Customer Care Coach®?
We accept Visa, MasterCard and American Express. We will accept payments by check for twenty or more memberships. We are not affiliated with Pay Pal at this time.
I would like to order several subscriptions to your course, do you offer group rates?
Because the Customer Care Coach® is so reasonably priced, we only offer group rates if you purchase 25 or more copies for your firm. We also make special offers for organizations that purchase the Coach along with other services, such as on-site workshops or teleclasses. For more information, please contact JoAnna Brandi at JoAnna@customercarecoach.com, putting the words 'Price Inquiry Regarding Multiple Copies' or 'Price Inquiry Regarding Coach Plus Add'l Services' in the subject line.
My company requires a receipt for reimbursement for course fees. How can I get a receipt for the Customer Care Coach®?
You automatically receive a receipt along with confirmation of your purchase.
If the course does not meet my needs, can I get my money back?
Absolutely! We offer a 30-day money back guarantee. To request a refund within that time period, send an email to refund@customercarecoach.com with the words 'Customer Requests Coach Refund' in the subject line. And please be sure to let us know why you weren't happy with the program, so that we can learn from you and make adjustments to the program when appropriate.
After 30 days you're welcome to cancel your membership, but we will be unable to process a refund. To cancel your membership anytime after 30 days, please send an email to cancellations@customercarecoach.com, with the words 'Customer Cancels Coach Membership' in the subject line.
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Group Enrollment and Sharing Coach® Materials
Would it be helpful for my whole team to take the course?
You bet! Shifting from old organizational mindsets to new, customer-centric ones is quite a job for most teams and businesses. Having everyone 'on the same page' hastens and eases the process. Likewise, the same benefits apply when all managers in an organization are enrolled in the program.
It works well when you combine it with our Monday Morning Motivation which is our customer-facing motivation tool.
Can I print my Customer Care Coach® lessons and share them with my employees and colleagues?
The Customer Care Coach® is a single user product. As the lessons encourage, you may use what you learn in training your team and in discussions with colleagues. If you intend to purchase only one copy, we suggest that you purchase it for the person responsible for Customer Service at your organization. The materials themselves are not intended to be photocopied and are protected by copyrights. If you have more than one manager then we suggest a copy for each manager for use in his or her individual departments.
You can read all about our terms and conditions by clicking here on our User Agreement. www.customercarecoach.com/public/agreement.asp.
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At what point in the Customer Care Coach® will I begin to see changes in my employees?
That varies from organization to organization as different people are inspired by different components of the program. Sometimes groups that have never had any consistent training before see positive results very quickly after implementing Coach training; just the mere act of a manager having a team meeting once a week to discuss how to take better care of the customers is often enough to get the change happening.
In most cases though, employees have a 'wait and see' attitude. "Let's wait and see if this time they do what they say they're going to do." Many people are slow to change because past training may have been done on a 'flavor of the month' basis, so it takes time for people to trust in the 'new conversations' they hear taking place about new ways of doing things.
If by week #12 you're keeping your commitment to the E-Mastery Course by completing the lessons, sharing the information you learned and using all the tools (like Teachable Moments featured in the Extras), change on your team or in your organization is a sure thing. Conservatively, give it about 6 weeks at which time you'll notice a change in the language - that is, if you as a manager begin to change yours based on what you're learning. .
What kinds of results can I expect to see - what are the benefits of the Customer Care Coach®?
Great question! When members of the Customer Care Coach® commit to the E-Mastery Course and make customer caring changes and choices, they:
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Become aware of the impact that any interaction with any customer has on the bottom line - they make the connection between soft skills and hard, bankable results
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Learn how to engage employees in a successful process of change for the better
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Learn how to lead employees in behaving in customer caring ways
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Create a team and/or company that is great to work for and great to do business with
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Consciously craft a customer caring culture - an environment where people feel great about themselves and want to do great things
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Learn dozens of ways to create value and to build it into every customer interaction
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Receive weekly motivation and inspiration that they can use to keep their employees motivated
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Gain control over integrating learning into the workday
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Decrease employee turnover as they engender higher levels of loyalty from employees and customers
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Learn a framework for 'relationship management' that they'll have with them throughout their entire career
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Begin thinking outside the box. In fact, they start thinking as if the box never existed in the first place!
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Learn how to experiment, innovate and create
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Develop a new view of their role as a leader, manager, coach
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Build confidence
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Become empowered to lead more effectively and gracefully, to be more fully engaged with employees
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Learn new problem solving and conflict resolution skills
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Create their own individual traditions of excellence
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Shift from 'What's wrong?' to 'What's possible?' thinking
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Transform reactive customer service to proactive customer care
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Become more disciplined
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Build emotional intelligence
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Uncover and eliminate barriers to create clear and concise communications
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Decrease stress and optimize energy
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Sustain a positive attitude
How can I keep track of my progress while taking the course?
Quizzes are offered at the end of every topic so you can check your proficiency as you move through the program.
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FAQ's for Customer Care Coach® Members
How do I change the day I get my lesson delivered?
You can manage your own profile, including your day of delivery by going to the 'Edit Profile' link in the yellow bar on the left side of the page in the 'member' site which you access with your username and password.
How do I change my password?
Also in the 'Edit Profile' link.
My profile information (email address, mailing address, phone number, etc) has changed. What do I do?
As above, visit the 'Edit Profile' link and make your changes.
Do I have to print out the copies?
No, you don't. We maintain an electronic archive for you for 18 months. We do recommend it though. We provide a pdf formatted document with each issue and we suggest you print it, three-hole punch it and save it in a notebook. We suggest that as you read it, you underline it and write your notes on it. We recommend you get involved in translating the material into what works for your group. Change the stories, use your own, use examples from your own business. We provide a great framework for making sure you're touching all the important bases; you provide your own unique delivery to your employees.
I love the Customer Care Coach® and many times find I have information, experiences and ideas I'd like to share with others doing the course. Is there a chat room or community message board where I can post my questions and ideas?
As a member of the Customer Care Coach®, you have 18-month access to other members worldwide through our members forum, which is facilitated by the Customer Care Coach® team.
From time to time you will also receive special invitations to teleclasses featuring JoAnna Brandi and, at times, other related experts. It's another great way to share ideas and spread the word about caring in business!
Whom can I contact for assistance when I have questions about the program?
Feel free to contact any member of our staff at anytime to ask a question or give us feedback; we're all here to help you! Be sure to write 'Coach Customer Question' in the subject line.
For information regarding group rates, keynotes and teleclasses, write to JoAnna Brandi directly at JoAnna@customercarecoach.com.
I did not receive a lesson this week. What do I do?
I accidentally lost a lesson, can I access them on the website?
You sure can! Simply log on to our members' site and you'll find two ways to access the lessons, either through the Search engine by title, or you can click on the number lesson you're on.
How can I keep up with lessons when I don't have access to my e-mail?
Simply log on to the members' site from anywhere worldwide and you can access your lessons as outlined in the question above.
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